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About the Role
As a Customer Experience Associate, you will act as the primary interface between our customers and internal teams across the Skin + Me, Hair + Me, and Renew + Me brands. You will leverage customer feedback to drive positive business change while ensuring exceptional service standards in both the UK and German markets.
Responsibilities
- Resolve customer queries via email and social media in a timely manner
- Implement new processes and identify gaps to improve customer experience
- Identify and report customer trends to the wider company
- Liaise with internal teams to resolve complex customer queries
- Ensure consistent and correct language usage on German customer service materials
- Collaborate with the Prescribing Team to achieve optimal customer outcomes
- Monitor and optimize help centre FAQs
Requirements
- Written and verbal fluency in English and German
- Right to work in the UK without sponsorship
- Ability to work a 5-day week including rotating Saturdays and Sundays
- Availability to work Bank Holidays as required
Skills
- Language switching while maintaining brand tone
- Exceptional customer service
- Rapport building
- Problem-solving
- Attention to detail
- Written communication
- Customer service ticketing systems
- Knowledge of health, beauty, or fashion industries
Location
- Paddington, London, UK
Work Type
- Hybrid
- Full-time
- Fixed-term contract
Benefits
- 25 days holiday plus Bank Holidays
- Days in lieu for weekend work
- Free breakfast and lunch in the office
- Flexible working hours
- Healthcare cash plan
- Cycle to work scheme
- £500 annual development budget
- Workplace nursery benefit
- Discounted company products for employee, friends, and family
- Employee referral scheme
- Dog-friendly office
About the Company
- Mission-driven start-up focused on personalized dermatology, pharmacy, and technology solutions
- Parent company of Skin + Me, Hair + Me, and Renew + Me
- Profitable and fast-growing company building a new category in expert-led care